Make it mandatory that when writing up an appointment RO, the customer is always asked what time they will be coming in. Of course you do this for waiters, but also do it for every drop off. Just “dropping it off Wednesday” invites inefficiency in your work day. Every incoming appointment RO should have a specific time (or at least a time range) noted. This will cause your customers to do a bit better job of keeping their appointments, plus it is guaranteed to reduce stress on your front counter…and every shop can stand that!
If your organization has or is looking to attract Millennial workers, it’s important to keep their communication style, their values, and what motivates them in mind so that you can both tailor a rewards system that works and minimize conflict between generations.